Tag Archives | big data

Companies rely on customer experience management (CEM) programs to provide insight about how to manage customer relationships effectively to grow their business. CEM programs require measurement of primarily two types of variables, satisfaction with customer experience and customer loyalty. These metrics are used specifically to assess the importance of customer experience in improving customer loyalty. Determining […]

I gave a talk last week on Big Data and Customer Experience Management and how Big Data will change how companies think about their Customer Experience Management programs. This talk was part of a larger webinar on competitive analytics that was co-sponsored by TCELab and Omega Management. Some of the content below appears on prior blogs but not in […]

Download the entire Big Data / CEM presentation here. I had the privilege of delivering a talk on the application of Big Data in Customer Experience Management. I delivered the talk at two conferences last week. The first talk was at VOCFusion in Las Vegas on May 15. The second talk was at the Score Conference in Boston on […]

Customer experience management (CEM) programs are no stranger to the use of data. CEM professionals use data to gain insight about their customers to help improve the customer experience and optimize customer loyalty. Not surprisingly, CEM programs typically rely on customer feedback as their main data source (e.g., social media, customer emails, tech support notes, […]

I have recently written on Big Data's role in Customer Experience Management (CEM) and how companies can extract great insight from their business data when different types of business data are integrated with customer feedback data. I have been invited to share my thoughts on Big Data and Customer Experience Management at three upcoming conferences in […]

The latest buzz word in business is Big Data. According to Pat Gelsinger, President and COO of EMC, in an article by the The Wall Street Journal, Big Data refers to the idea that companies can extract value from collecting, processing and analyzing vast quantities of data. Businesses who can get a better handle on these […]

About me

I am Business Over Broadway (B.O.B.). I like to solve problems through the application of the scientific method. I use data and analytics to help make decisions that are based on fact, not hyperbole. My interests are at the intersection of customer experience, data science and machine learning. To learn more about me and what I do, click here.